Anyone who has been tasked with running a call center knows the importance of monitoring the quality of the calls that are being processed in that center. They understand that the quality of the call that is received by those who are on the other end of the line is important to maintaining a level of professionalism that is necessary in business. There are a few things that one can do to improve their call quality monitoring.
Focus On The Small Things
Callcentrehelper.com is an online source for information about running call centers. They say it is important to focus on the details:
…regular monitoring is a good way of maintaining best practice, ensuring advisors get the details right: greeting consumers appropriately, adhering to the laid-down call structure, and using agreed positive phases throughout the call.
It is important to make sure that all of the aspects of any call are being taken care of. Customers are the other end of the line are sure to notice these small things, and the small businesses should pay attention to them as well.
Do Not Overly Police
This may sound contradictory to the previous point, but it actually accompanies it. The employees need to be made to understand that they are not being policed by those who are monitoring their call quality. Those who are doing the monitoring are not out to get them. They are not hoping that they will slip up. If those things are made clear, then employees will feel less uncomfortable with the monitoring they are undergoing.
Offering incentives for doing the best possible work at all times is critical. Employees who are on the phones behaving how they are supposed to behave at all times are ones who should be rewarded. When others see their coworkers receiving a reward for doing the work that they have been tasked to do, they are also likely to step up to the occasion. This means that calls are being conducted how they are supposed to be, and employees are happier as well.
Contact us with any questions that you may have regarding how to use the best practices for call monitoring.